OUR STANDARDS & PERFORMANCE
We have over 20 years of experience working with Spatial Database and Mapping solutions and provide our customers with a consistently high level of service.
Our management systems and processes are to ISO 9001:2000 standards, our software development is effected within TickIT guidelines, to the highest quality standards and our people undergo continuous training and review, to ensure that you receive the best service possible. All supported by a company that is proud to be accredited as an Investor in People.
We're not perfect, but what we can say is that if anything doesn't go quite according to plan, we have the organisation, systems and procedures necessary to identify and correct the problem; getting things back on track as quickly and efficiently as possible.
COMMITMENT TO CUSTOMER CARE
We are focussed on our customer's requirements and have a strong commitment to providing a high level of customer service.
We pride ourselves on listening to our customers and responding by delivering high quality solutions supported by a high level of service and support.
A team of dedicated Account Managers are available to provide advice and support on the full range of solutions. In addition to this we have a specialist Consultancy and Support team to provide technical assistance and advice.
We continually monitor the level of customer satisfaction through the following activities:
- Telephone interviews.
- Customer satisfaction surveys.
- Courtesy calls to purchasers.
- Product registration forms.
- Product wish lists.
- Focus groups.
All information provides feedback to the core processes of the business and drives future product innovation and enhancements. Customer comment regarding service and support is regularly reviewed and relevant action implemented as required.
Customer complaints are dealt with effectively and efficiently and will be escalated to the highest level if required.
COMMITMENT TO QUALITY
Our commitment to quality ensures that we can deliver our business objectives. Our aim is to provide innovative solutions that exceed our customer's expectations, are designed and built to specification and are delivered on time, every time.
We are focussed on the development of our Quality Management Systems to enable us to identify and implement improvement measures throughout the business.
We are accredited with the following standards:
BS EN ISO 9001: 2000:
We were formally accredited on 13 August 2002 and hold certificate number FS69051. We operate a Quality Management System which complies with the requirements of BS EN ISO 9001:2000 for the following scope: 'The design and provision of postcode maps, mapping software and digital data, consultancy and market research services in support of sales, marketing and distribution planning'. in accordance with BS7666/3:2000'.
TickIT:
TickIT is a Software Quality Management Standard built on BS EN ISO 9001:2000 and focuses in depth on the production of software based products. It is a sought after and highly regarded mark of excellence in software development. It covers working to required standards in the Acquisition, Supply, Development, Operation, Maintenance and Supporting Lifecycle Processes of software development.
Originally registered on 13th August 2002 and successfully accredited on 7 June 2004 against the TickIT standard, we are part of an "elite group" of only 1500 companies in the UK to achieve this standard.
Investor in People:
We successfully achieved the Investor in People National Standard on 28th March 2002. We have also been involved in a pioneering initiative to introduce the Leadership and Management Model to UK companies. We achieve full accreditation to this standard
on 22nd November 2005.
BS7666/3:2000:
This is an extension to the scope of registration on 18 December 2003 - in accordance with BS7666/3:2000
- a quality standard which specifies a model and basic structure for addresses in terms of data, definitions, tables and fields. This provides a nationally consistent means of structuring address-based information. This standard is used for the construction of an address for the purposes of referencing a location for a range of geographic objects, the interchange of address-based data and the aggregation of other data related to it.
HOW WE PERFORM
Geoplan constantly monitors it's performance against key service level indicators. These service levels are designed to ensure efficient and effective delivery of the solution to our customer.
Key measures are as follows:
- 99% right first time - quality, delivery and budget.
- 40% of our large software and data clients with Geoplan for over 5 years.
- Our top five suppliers have been with the company for over 15 years.
- 30% of our staff have been with the company for over 10 years.
- 70% of our business is through referral and development.
- 60% of our large software and data customers are maintained.
Source: Geoplan Service Level statistics.
NUMBER OF CUSTOMERS
Geoplan has been in existence for over 20 years and during this time has served and retained customers across a broad spectrum of industry sector, business size and solution purchased.
The following figures are indicative of the customers served over this period:
Maps and books – over 75,000.
Software – over 5,500.
Data – over 2,500.
Consultancy - over 1,000.
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